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Installing and using Symantec Endpoint Encryption Drive Encryption 11.1 on a Microsoft Surface Pro 3 tablet or a newer model

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Article ID: 162679

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Updated On:

Products

Endpoint Encryption

Issue/Introduction

Symantec Endpoint Encryption Drive Encryption 11.1 has compatibility issues with Microsoft Surface Pro 3 and newer models. These issues are related to potential incompatibility between default hardware encryption and Drive Encryption software encryption, and the inability to authenticate at preboot to a software-encrypted system with an internal keyboard.

Environment

On a client computer:

  • The software installed is:
    • Microsoft Windows 8.1 (64-bit) or Microsoft Windows 10 (64-bit)
    • Symantec Endpoint Encryption Drive Encryption
  • The hardware is Microsoft Surface Pro 3 or a newer model

Resolution

As workarounds to these compatibility issues, take the following actions:

  1. Prior to installation: one-time only
    As an administrator, before you install the Symantec Endpoint Encryption Drive Encryption feature, disable the Microsoft BitLocker encryption. Microsoft enables this Windows feature by default.

    Note: Refer to the Microsoft BitLocker documentation for instructions.
     
  2. Ongoing: every time the user restarts the computer
    As a user, attach an external keyboard prior to authenticating to Drive Encryption in preboot. Preboot authentication requires this hardware. You can detach the keyboard after you authenticate